Do you think people will use it proactively or reactively? Unless there's a promotion around it I see it as being more of a complaint tool at times.
What do you think?
Reactively. But isn't that the point; the opportunity for management to quickly recognize an issue and make it better?
Everyone responds differently. Some people are quiet complainers and don't like the initial face to face confrontation. This channel gives that customer the opportunity to speak -text- up, allowing the manager to better the situation at the same time the customer is at your facility. That's being Proactive.
Pre-sale, the message to the shopper is
"if you have a problem, I am easy to reach,
-The Manager"
I'd like to see it a lil more personal, having the managers face and name would help punch the message thru.